Senior Account Manager

Job Description

• Manage a portfolio of large accounts and understand their business goals and challenges to help achieve renewal targets.
• Define and execute your success plan strategy for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors.
• Collaborate with customer to build and manage Customer Success Plans to aid the customer in achieving their objectives.
• Become a Trusted Advisor to key Customer stakeholders to enhance overall customer experience.
• Work with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, scale, and improve our customer’s experience.
• Maintain customer satisfaction by removing roadblocks, and influencing product roadmaps in support of our existing customers.
• Work with Customer to programmatically measure success & operationalize business cadence through regular communication along with thoughtful Quarterly Business Reviews.
• Develop services plan, and overall services alignment, to drive appropriate levels of enablement and adoption for long term growth and consumption of products.
• Partner with internal Account team on cross-sell, up-sell, and renewal opportunities.
• Share best practices on Adoption, Enablement & Change Management.
• Promote upgrades to Customers to utilize new features & realize new benefits.
• Share Customer success stories & related ROI.

Job Requirements

• Bachelor’s Degree in relevant discipline or equivalent experience.
• 3-5 years of relevant experience.
• Deep understanding of a SaaS Customer engagement.
• Strong relational skills to establish Trusted Advisor relationships with large complex Enterprise Customers.
• Strong organizational/time management skills and the ability to manage multiple Customers simultaneously.
• Self-starter who thrives in a fast-paced environment.
• Can work independently and as part of a distributed team.
• Excellent verbal and written communication skills.
• Demonstrated Customer service, leadership, and team interaction.
• Ability to bridge technology and business goals to provide productive solutions.